1. Citizen Service Portal For Public

2. Why this System?
A comprehensive Public Grievance Redress System developed by the Election Commission
A common interface for providing services
A complete G to C interface to provide seamless services to the citizens on election related matters

3. Basic Concepts Users Public Mobile No. Password
A person after registration can
File a new complaint
View the complaints
Print the complaints
Track the complaints
Officers
User Level – ECI, State, District, AC, Booth
User Types – at these levels
User Account Creation – Privileges
Deletion of User Accounts

4. Applications Online Registration as per Statutory Forms
SMS Notifications
Forwarding Application to BLO
Schedule Hearing by the ERO
Download application data and integration with ERMS
Disposal Status – Pending/ Disposed/ Default
Monitoring – Auto generation of Reminders

5. Complaints Source Subject Time Limit Description
Level – ECI, National, State, District, AC, Booth
Disposal Status – Pending/ Disposed/ Default
Satisfaction Status – Random Phone Calls
Action Taken Description

6. Workflow Complaint  Unique ID  SMS to all concerned
to Complainant
Choosing of District by Complainant and SMS alert to DEO
Complaint through Call Centre
Complaint through other means – fax/
Forwarding a Complaint
Taking action on the complaint
Disposal Alert to the Complainant
Monitoring by Call Centre
Random telephone call to complainants to check the satisfaction
Sending Custom SMS to subordinate officers
Monitoring of disposal of complaints through SMS
Reports –detailed and summary reports

7. Admin Issues Updating Holiday Master Updating Control Tables
Mapping of various Entities
Creation / Updation of User Accounts
Making Call Centre functional
Internet availability at DEO / ERO level
Training at various levels
Centralized Data Entry for complaints

8. Addressing the Public needs
Public find it very difficult to come to government offices
There is a pressing need for ‘easy access to services and easy complaint redress mechanism
Minimizing the need for public to visit government offices
Providing a favorable and good experience
Along with Immediate Acknowledgement
And a Time Bound Service-Provision or Complaint Redress 
Public Login –For service applications (including forms 6, 6A, 7, 8, 8A) and complaints.

9. Other ways to access ECI Services
Call Centre s
SMSs
Faxes
Letters
Personal meetings etc.
The system will digitize these also.
Every officer will have his own login and will type the complaint.

10. Public login- Form where public can login with their credential Or he can create as new user while clicking on NewUserRegisteration. When public click on this link he can receive mobile verification code. While entering verification code, he is able to fill registration form which appear next.

12. My Application link button has Tabular Grid where complainant can view and print Form6, Form6A, Form7, Form8, Form8A. And by this Edit profile he can change their profile.

14. 2.Using this form public can lodge their complaint selecting state, district and subject.

15. 3.This Tabular Grid will list all the complaint which is registered by him and he can also take print and view the complaint details.

16. Fill online Form6, Form6A, Form7, Form8, Form8A while his uploading photograph.

17. Form6

18. Form6A

19. Form7

20. Form8

21. Form8A

22. Public Login- Officers Information(Name, Mobile No and Address).

23. Change Password link – Using this functionality public can edit their password.

24. DIAL 1950 TO CONNECT CALL CENTRE

25. 1a 5 1 2 3 4 COMPLAINT LEVELS & CONTROLLING OFFICER ECI PGR SERVER
AGGRIEVED
PEOPLE
PUBLIC GRIEVANCE REDRESSAL
COMPLAINT LEVELS & CONTROLLING OFFICER
ECI
NATIONAL / MULTI-STATE COMPLAINTS 1a
Complainant can know status of his complaint on Public Website and through Call Centre.
For each complaint, a unique Complaint ID via SMS is sent on complainant’s registered mobile/cell phone no. for tracking purpose. 5
COMPLAINT FORWARDING
Public Website
SINGLE STATE/MULTI DISTRICT COMPLAINTS
CEO
PGR SERVER
Fax
Fax
AGGRIEVED
PEOPLE
Phone Call
SINGLE DISTRICT/MULTI- AC COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Letter 1 2
Complaints from various sources except Public Website and Toll Free No. are entered into the system manually and auto forwarded to the concerned officer with an SMS according to the level chosen by the complainant.
All users at each level have their own system account for processing complaints.
SINGLE AC COMPLAINTS
ERO/RO
SMS 3
When a complaint is received, concerned officer based on the subject takes necessary action.
Officer may manually forward a complaint to next lower hierarchical level (if available) for necessary action.
In case of Multi-Level complaints, the final decision will be taken by the next higher level officer of the selected complaint level.
Personal Meeting
An aggrieved person can lodge a complaint through various channels such as Toll Free No, Public Website, Letter, Fax, Personal Meeting, Phone Call and SMS to concerned officer.
COMPLAINT LODGED DIRECTLY TO CONCERNED OFFICER 4
Satisfaction Response for the Action Taken by the officer is confirmed by personal phone call and by Call Centre till the complete disposal of complaint.
ELECTION COMMISSION OF INDIA

26. CITIZEN SERVICE PORTAL FOR Election officials
Website:

27. Objectives
Improvement in the overall image and credibility of ECI by providing quality services to the citizens, building ‘ECI’ strongly as a brand.
Bringing all service requests and complaints to a common system facilitating easy monitoring.
Officers should be able to easily forward the complaints for action to subordinates and should be able to monitor the system.
To provide constant information to officers about fresh registration of service requests and complaints even if they do not have internet access, by using SMS services.
Identifying bottlenecks and performance of officers and working towards improvement of performance of officers.
Identifying systemic issues which can be corrected by taking policy decisions.

28. Critical areas of work before the application can become functional
CEOs – CEO Admin will have to do the following before the site can be used –
Update Control tables and ensure that they are accurate.
Make all DEOs, EROs, AEROs, and BLOs user on the website.
Start the Call Center and make it a CEO level user.
Ensure that in each district there is one internet connected computer with a data entry operator for take printouts of complaints and applications, and feed the action taken details.
Train DEOs, Deputy DEOs, EROs, AREOs in PGR website system.
Ensure that all complaints received from whichever source is entered in the website at every level including CEO, DEO, ERO etc. so that the PGR system becomes comprehensive.
DEOs
EROs/ ROs
All this is a onetime work.
Additionally, there would be house-keeping jobs which would include tasks like updating phone numbers and other necessary details on transfer of officers failing which the system shall become faulty.

29. A. State Level CEO ADMIN-Creating New User.
Login-
CEO ADMIN-Creating New User.

30. Login-http://164.10.34.138/pgr 2.CEO Admin User Management Screen to View and Delete Existing Users.

31. Login- CEO Admin User Management Screen to Input while selecting date of Holidays.

32. Login-http://164.10.34.138/pgr CEO Admin User Management Screen to mapping PC-AC.

33. Login-http://164.10.34.138/pgr CEO Admin User Management Screen to mapping AC-Dist.

34. Login-http://164.10.34.138/pgr CEO Admin User Management Screen to map PC-AC and AC-PART.

35. Login-http://164.10.34.138/pgr CEO Admin User Management Screen to map PART-DIST.

36. Login-http://164.10.34.138/pgr CEO Admin User Management Screen to ADD/Modify PC List.

37. Login-http://164.10.34.138/pgr CEO Admin User Management Screen to ADD/Modify PC List and DIST List.

38. Login-http://164.10.34.138/pgr CEO Admin User Management Screen to ADD/Modify AC List.

39. Login-http://164.10.34.138/pgr CEO Admin User Management Screen to ADD/Modify PART List.

40. Login-http://164.10.34.138/pgr CEO Admin Login Screen to change password.

41. CEO Login
1. CEO form to register new Off line Complaints and View existing Complaint .
2. Sending Customized SMS to concerned DEOs , EROs/ROs and BLOs through the website.

42. CEO Login page- View Existing Complaints.

43. CEO Login page to Register new off-line Complaints.

44. CEO Login page to view/Print Complaints.

45. CEO Login- Tabular Grid for CEO to View/Print/Forward/Send SMS (CTRL button to be pressed to select multiple districts).

46. CEO Login –To Send SMS to ACs.

47. CEO Login –To generate SMSs and send to election officers.

48. CEO Login –Buttons to generate Reports.

49. CEO Login - This form checks valid mobile no of complainant
CEO Login - This form checks valid mobile no of complainant. If the mobile no. of the complainant does not exist then new complainant has to be registered.

50. CEO Login - To register the complaint of New Complainant or existing Complainant with selecting source of complaint like(Fax, , SMS etc).

51. Call Center Login –Form is for Call-Center user to find & record satisfaction level of complainant by calling.

52. ERO Login – ERO is responsible to scheduled hearing for complainant
ERO Login – ERO is responsible to scheduled hearing for complainant. He can also see no. of Scheduled hearing and Non scheduled hearing and also forward SMS to concerned Complainant. ERO is allowed to download Form6,Form6A,Form7,Form8 and Form8A.

56. ERO Page - EROs/ROs has same view of complaint and their redressal time with mentioning disposal Status and action taken which is given CEO ,DEO forms.

57. 11.By this form EROs/ROs can forward to BLOs.

58. Thanks